Massachusetts Bay Transportation Authority×PULSE INSIGHTS

20,000 public comments told you riders are anxious about the bus redesign. Here's how to answer them in real time.

Prepared for the MBTA Technology Innovation Department. Built around the TID's existing FullStory + GTM stack and the Regional Rail complexity window.

Projected savings · MBTA
$750,000
68,900 deflected calls/year during the redesign rollout window
A customer, in their words

“Spent 30 minutes on the website trying to figure out my new route. Gave up and texted my friend who also rides the T.”

Library

Personalized Research Report
Personalized Research Report

MBTA — A Digital Experience Review (Spring 2026)

A deep read on where MBTA sits in the cohort — from the 2025 procurement consolidation collapsing 167 licenses into one app to Bus Network Redesign Phase 2, the Regional Rail transition, and the cohort's positive-anchor surface contrasted against SEPTA, TriMet, and MARTA friction. The opening brief from Pulse Insights.

May 2026Open →
Case Study
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Case Study
Case Study

NJ Transit reaches riders at the decision moment

73% of NJ Transit trip planners were unaware of an active service advisory — until Pulse surfaced it on the page where the trip was being planned. 40% click-through, awareness restored in real time.

Apr 2026Read →

HELP IF YOU WANT IT

Want to talk through any of this?

No pitch — just a short working session to see what this could look like on your own site.